Top 5 Customer Service & CX Articles for Week of March 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius

(The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making.

My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. My friend and fellow customer service expert, John DiJulius, shares his thoughts on how AI is benefiting both customer and employee satisfaction. I loved one of his first topics: AI is not the end of call centers. It’s making them better. If you disagree, it’s because the call center experience you had isn’t using AI for its best capabilities.

The Post-Pandemic Customer: More Demanding, Harder on Employees by Ben Wigert, Kate Den Houter and Ed O’Boyle

(Gallup) Today’s organizations are rapidly transforming in response to economic forecasts and changing expectations among employees and customers. Customers in particular have formed new habits and expectations for customer service. Many of these changes are in response to conveniences adopted during the pandemic, such as home delivery, curbside pickup, on-site digital menus, on-demand video calls with experts and a general urgency to please customers.

My Comment: If you love stats, facts, and research findings, you’ll love this article from Gallup. I agree that customers are more demanding than ever. This has been going on since before the pandemic. However, the number of customers who are “harder” on employees seems to be increasing post-pandemic. It’s one thing to expect better service. It’s another to be abusive to an employee. In addition to the findings, there are also suggestions on how to manage the increased expectations.

How to Leverage AI for a Better Customer Experience by Hasan Saleem

(FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. The stakes are high and the opportunities are endless.

My Comment: I promise this is the only other article on AI this week. It’s a perfect companion piece to the John DiJulius article (this week’s Top Five #1). It starts with some insight into using AI for personalization, moving into ideas to create a more efficient experience, continuing with some ideas on ethical considerations, and finishing up with a look at what the future of AI will bring to the world of business.

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella

(Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers.

My Comment: Here is an excellent and robust article on loyalty programs. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included. There are examples of the best programs from the biggest brands. Today’s loyalty programs are more than just points and perks. Many personalize the offerings and incentives to the individual customer. With so many loyalty programs being offered, the company or brand must be careful not to overpromote or over-offer. Otherwise, just as we delete emails and text messages, we’ll also do the same to the brand’s loyalty program.

How the World’s Best Hotels Deliver Exceptional Customer Experience by Ryan Mann, Ellen Scully, Matthew Straus, and Jillian Tellez Holub

(McKinsey & Company) Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start. Stellar service, driven by devoted hotel staff, is what makes a great property come alive. As one general manager (GM) of a luxury hotel told us in an interview, “Our facility is our stage, and guests are paying for a performance.”

My Comment: One of my favorite topics to share with clients from any and all industries is the concept of a hospitality mentality. This article shares ideas that any industry can use from the luxury hotel industry. While a luxury hotel offers beautiful rooms and amenities, it doesn’t matter how nice the hotel looks without the proper level of service. As you read the article, try to ask yourself, “How does this apply to my business?” I bet you’ll find several ideas worth pursuing.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.